FAQ (Frequently Asked Questions):
Q: How long does it take for my order to get shipped?
A: We process and ship all orders placed before 11AM Pacific Time Monday-Friday, the same day. This excludes any orders that might need additional verification.
Q: How are orders packaged?
A: We have a solid packaging system in place to ensure safe arrival of your glass. We do not cut corners when it comes to packaging. Whether you order a $10 pipe or a $300 water pipe, everything is shipped safe to prevent any kind of damage during shipment.
Q: Is a signature required for my package?
A: We reserve the right to add signature confirmation to orders at our discretion.
Q: Do international orders get free shipping as well?
A: Free shipping is for USA orders only.
Q: How long does shipping usually take?
A: - Free Shipping service (USA): 2-9 business days after shipped out
Shipments to Hawaii, Alaska & Puerto Rico may take an additional 7 business days to arrive.
- Priority Mail (USA): 2-3 business days after shipped out
- UPS Ground (USA): 2-8 business days after shipped out.
- International Mail (outside USA): 5-15 business days
Weekend and holidays are excluded. We have no control over customs delays for international orders outside of the US.
Q: Will my order arrive faster if I pick Priority Mail?
A: Yes. Our free shipping service takes 2-9 business days (within USA), Priority Mail takes 2-3 business days after we ship it out.
Q: Which countries do you ship to?
A: We currently ship to Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Iceland, Ireland, Israel, Italy, Japan, Luxembourg, Mexico, Monaco, Netherlands, Norway, Portugal, Scotland, Spain, Sweden, Switzerland, United Kingdom, United States, Uruguay, Wales.
Please note that, at times, additional information is needed for international orders.
Q: Do you accept Gift Cards?
A: Yes, we accept most visa and mastercard gift cards on our site. At times, additional information is needed when using gift cards so we might give you a call to verify the order.
Q: I have less than $9 in my cart and it won't let me check out?
A: We have a minimum order amount of $9.
Q: I have $44.97 in my cart, do I receive the $45+ free gifts?
A: No. Rules are rules, the gifts are strictly for $45+ orders. This does not include the cost for UPS Ground or USPS Priority Mail shipping, your subtotal without shipping cost has to be over $45.
Q: I just tried to put in an order but my card was declined?
A: Please make sure that your billing address at checkout matches the address that is associated with your credit/debit card.
Q: I tried to put in an order, it did not go through and now it looks like there is a charge on my credit card?
A: Our credit card processor automatically puts a temporary authorization on your account to see if you have enough funds to cover the transaction. This a temporary authorization only, nothing got charged to your account and the authorization will automatically disappear within a few days.
Q: My order was shipped out but my tracking number has not updated yet?
A: It can sometimes take several days for USPS to update their tracking info, especially with Parcel Post. Your package is on it's way and will be delivered in the 2-9 business day timeframe (weekends and holidays excluded). If your order has not arrived after 9 business days (very rare), please contact us so we can resolve the issue.
If the above did not answer your question, please contact us through our contact page.